Service Representative I

First Student•Houston, TX

6d•Onsite

About The Position

First Student is seeking a Service Representative I to act as the main point of contact for clients regarding routing, student information, and school schedules. This role involves working with Field Operations to ensure driver compliance, managing daily scheduled trips, and troubleshooting any issues that arise. The Service Representative will communicate effectively via telephone, email, text message, and chat applications with school districts, transportation partners, and team members, requiring a high level of customer service and professionalism, especially when handling escalated situations. Bilingual agents may be required to meet expectations in their designated language. The position also involves receiving incoming client calls with professionalism and care, problem-solving transportation concerns, and successfully navigating multiple computer systems simultaneously. Agents may also be cross-trained to assist in other departments or projects as requested by management, typically during lulls in call volume. Detail and solution orientation are key, as is being a team player. Duties are not limited to the descriptions provided and may be modified by management.

Requirements

English proficiency
High level of customer service communication and care
Ability to handle escalated situations with a sense of urgency, calmness, and professionalism
Ability to manage day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention.
Ability to receive incoming Clients calls with a high level of professionalism and care.
Ability to problem-solve transportation concerns from parents, clients, and Transportation Partners.
Ability to effectively communicate via telephone, email, text message, and chat applications with a wide variety of customers, clients and employees.
Ability to successfully navigate multiple computer systems and applications simultaneously.
Ability to cross-train and assist in other departments or projects at your manager's request.
Detail and solution oriented.
Must be part of a team environment.

Nice To Haves

Bilingual speaking roles may be required to meet all expectations in their designated language.

Responsibilities

Act as the main point of contact for clients in regard to routing, student information, school schedules, etc.
Work with Field Operations to ensure driver compliance is completed and up to date per school district and state standards.
Manage the day to day scheduled trips, ensuring trips have been started, are running on time, completed and troubleshoot trips that need immediate attention.
Effectively communicate via telephone, email, text message, and chat applications with a school districts, transportation partners and team members.
Handle escalated situations with a sense of urgency, calmness, and professionalism.
Receive incoming Clients calls with a high level of professionalism and care.
Problem-solve transportation concerns from parents, clients, and Transportation Partners.
Effectively communicate via telephone, email, text message, and chat applications with a wide variety of customers, clients and employees.
Successfully navigate multiple computer systems and applications simultaneously.
Ability to cross-train and assist in other departments or projects at your manager's request. This would typically be done between call volume peaks.
Detail and solution orientated while being part of a team environment.